Ticketing system for a new IT Company

[eblaster101]

Hi All,

Not sure if this is the right section

I recently started an IT Company providing Managed IT services for SMEs. Things are moving quicker than I anticipated. I have been happily using spiceworks to log tickets but the reporting functionality of it is not up to scratch.

Can anyone here recommend a ticketing system which can do the following;

-Email the ticket information to the end user
-Email monthly reports on how many tickets each company opened/closed
-Allow for custom fields when logging a new ticket. E.g. PC > Hardware > Faulty. This information needs to integrate into reporting in the future. So I can see if a certain company seems to have more printer problems than anything else.

www.sonait.co.uk

facebook.com/sonaitltd (please thumbs up the page, if you have a minute)

[akimba]

We use http://osticket.com/ free open source ticketing system, it does what you need but you got the source code so you can bastardise it as need, we have done to make it better but for your needs prob mostly there ;-)

[tawny]

I use Spiceworks and I agree, the reporting isn't up to scratch. I've hooked Crystal Reports in to it and generate my reports using that. Much more flexibility and easy to generate nice looking reports. The set up was fairly straight forward, I used the article here...
http://community.spiceworks.com/how_...rystal-reports
At least you could then keep your current ticketing system and not have the faff of setting a new one up.

[akimba]

yeah the reporting for our business needs wasn't in osTickets when we installed it so we have developed some of our own but if you look at the latest version the reports are pretty shiny ;-)

[rgb1]

Have a mooch at Zendesk , maybe that is what you're looking for and meets your requirements?

[crashtestmac]

I am just implementing ServiceNow.... Bit that is costing about £2million......

Do you have budget for it...?

Would recommend crystal reports as well.

[Over Carl]

Haven't got a clue, but thought I would mention a couple of things about your website:

"Please bear with us". Wrong bear, should be bear.

Also your phone number is incorrectly formatted. 020 8952 2495 is the correct way. 0208 952 2495 was previously correct. That formatting never has been correct and only serves to make the number harder to mentally parse for a lot of people.

[rgb1]

"Please bear with us". Wrong bear, should be bear.

[DejaVu]

Quote of the year right there.

OC, you sure it's not "Please beer with us"?

[reverend]

We were going to look at migrating from Axios Assyst to MS Service Manager which is part of System Center. May be worth a look at that as well?

[Scal]

Alteris?

[ivrytwr3]

Haven't got a clue, but thought I would mention a couple of things about your website:

"Please bear with us". Wrong bear, should be bear.

Also your phone number is incorrectly formatted. 020 8952 2495 is the correct way. 0208 952 2495 was previously correct. That formatting never has been correct and only serves to make the number harder to mentally parse for a lot of people.

Website states "please BARE with us" - i see where you were going Carl

But yes, spelling mistakes on websites immediately makes me navigate away - cowboys or amateurs. Use spellcheck or have someone proof read before publishing.

[theodotcom]

One additional suggestion (take it or leave it ), why not have the email address as something like info@ sales@ etc instead of your name@, you can just set a forward in your cpanel from the info@ to your name so you dont have to manage 2 mailboxes but having a name@ as the main contact email makes it look more like a one man band type company.

[BIllbo]

We use a package called OTRS - http://www.otrs.com/

Judging by your requirements, it seems to do the the stuff you need!

[akimba]

One additional suggestion (take it or leave it ), why not have the email address as something like info@ sales@ etc instead of your name@, you can just set a forward in your cpanel from the info@ to your name so you dont have to manage 2 mailboxes but having a name@ as the main contact email makes it look more like a one man band type company.

Yeah I always do this and then redirect them all to a central email and have rules on that one to put them in their relevant folders i.e. sales to sales folder support to support folder.

That way it is easy to see how much spam I mean queries you are getting.

[keyser666]

I am just implementing ServiceNow.... Bit that is costing about £2million......

Do you have budget for it...?

Would recommend crystal reports as well.

ServiceNow can be great or poor depends on how well it is used and how it is implemented, more and more companies using it now

[hoponbaby]

Labtech?

[Sanj[UK]]

Labtech?

That's what my place is moving to. Labtech + connectwise is all you need.

[eblaster101]

Thanks for the suggestions guys. I am aware of the faults with the holding page. Seems like my web developer is a moron, I mentioned this to him but he has obviously got better things to do.